© 2013 Telligent Systems, Inc. All rights reserved.

socialcustomerserviceCustomer Communities in 7 Steps

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part vikpis to watch

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kpis to watch

let’s talk metrics.Now that you’ve got a basic idea about how online communities are engaging customers for customer service, it’s time to measure the impact.

support responsivenessAverage time-to-resolution and question volume in Q&A forums

Quality of responses by evaluating suggested and verified answers

Top contributors by quality and quantity of responses

Number of answers provided by customers versus employees

Customer sentiment

Percentage of customer participation

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kpis to watch

member participation

community/group vitality

popular engagement times

Engagement levels – from viewing to rating and contributing content

Content origins and monthly contributions

level of activity of registered

members Types ofcontent created

Group membership and engagement

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kpis to watch

ideation

networking

Number of qualified leads generated from community

Number of products/services/advancements created

Percent decrease in time to market

Revenue generation from new products/services/advancements

Number of leads generated from community

Average time to qualify a lead

Revenue attributed to lead generation program

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1 2 3 4 5Graphic created by Telligent based on Gartner research from page 4 in the Gartner Toolkit: How to Measure the ROI of Customer Communities for Social CRM, Jenny Sussin, et al., 5 April 2012

6© 2013 Telligent Systems, Inc. All rights reserved.

Ready for more? See the link in the description below to

Part VII “Social Customer Service Applied.”